Support the stable operation of the in-house computer network. This includes planning, designing, installing, configuring, maintaining, and optimizing all network hardware, software, communication links, as well as the telecom environment while ensuring minimal network downtime. Most of this work is completed via project assignments and network problem tickets. Diagnose, resolve, and document hardware and software network problems in a timely and accurate fashion, and provide end user training and support where required.
Main responsibilities include:
Provide first line response for users requiring assistance with information technology issues and problems.
Respond to requests for technical assistance by phone, email and/or using a help desk management system.
Track issues to resolutions, updating the internal problem ticket knowledge base and/or communicating learnings with relevant business units.
Escalate more involved problems to the appropriate Tier 2 and Tier 3 Network Team members.
Act as a liaison between customers and technical escalation teams.
Provide a single view to the organization for information technology related problems.
Install, configure, test, maintain, monitor, and troubleshoot end user workstation hardware, software, networked peripheral devices, cabling, and networking hardware and software products.
Assist the Network Administrator in the monitoring and testing of network performance and statistics.
Perform on-site analysis, diagnosis, and resolution of desktop-related problems for a variety of end users, and recommend and implement corrective hardware and software solutions, including off-site repair.
Assist the Network Administrator in the development and implementation of networking projects and new technology installations.
Assist the Network Team in the practice of network asset management, including maintenance of network & server component inventory.
Prepare, maintain, and adhere to procedures for logging, reporting, and statistically monitoring network data.
Assist the Network Team in the development of business continuity and disaster recovery planning, and maintain current knowledge of plan executables. Respond to emergency network outages in accordance with business continuity and disaster recovery plans.
Assist the Systems Administrator in the continued maintenance of servers, including virtual machines, physical hardware, backup servers, and citrix farms.
Other duties as assigned.
College diploma or university degree in the field of computer science and/or 3 years equivalent work experience.
Experience working in a team-oriented, collaborative environment.
Network+ Certification is preferred.
Strong written and oral communication skills in order to effectively communicate with other team members, department heads, and a variety of end users.
Ability to present ideas in user-friendly language.
Understanding of the organization’s goals and objectives.
Good interpersonal skills.
Ability to conduct research into networking issues and products as required.
Self motivated and directed.
Keen attention to detail.
Ability to effectively prioritize and execute tasks in a high-pressure environment.
Strong customer service orientation.
Working technical knowledge of network and PC operating systems, including Windows 9x, XP, 2000 Pro/Server, 2003 Server.
Extensive application support experience with Microsoft Exchange and clients, Office, BackupExec, Terminal Services, and remote management tools.
Working technical knowledge of current network hardware, protocols, and standards, including TCP/IP, DHCP, DNS, SMTP, POP, RDP, and Ethernet.
Ability to operate network component analyzers, scanners, and testers.
Hands-on hardware troubleshooting experience.
Knowledge of applicable data privacy practices and laws.
Must possess analytical and problem-solving abilities.
Continuously involves use of a computer.
Frequently communicates with other employees and end users.
On-call availability 365 days per year.
Ability to lifts and/or move up to 25 pounds.
Hours outside of the normal work schedule may be required to meet project deadlines or perform on-call work.
Reports To : Network Manager
Job Level : 5
Number of Openings : 1
National Interstate - 2 years ago